Trisha Thornber
Customer Service Officer
Templestowe Lower,VIC
Summary
Proactive and energetic customer service professional with 15+ years of experience assisting customers in resolving a varied complexity of issues. Eager to support the Energy and Water Ombudsman Victoria provide high quality dispute resolution through proven high-quality communication, community engagement and dispute resolution skills. Requested by customers to work directly with myself, with a high rate of positive feedback weekly. Exceeded KPIs and obtained high customer satisfaction when working with Atkins Ltd (Carbon Trust UK). Recruited from relief staff and promoted to greater responsibilities after demonstrating strong work ethic and strong interpersonal skills.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
School Crossing Supervisor
Manningham City Council
Doncaster, Victoria
10.2023 - Current
- Operate a school crossing effectively and safely whilst following road rules, along with promoting and enhancing the safety of children and the public using the crossing
- Develop good rapport with children, parents, staff and local community – learning parent-child links aiding when needed
- Report maintenance issues with council following procedure
- Maintain good public relations and customer satisfaction with approachable demeanor, timely response to inquiries, addressing concerns, and finding effective solutions.
Swim Teacher
Surrey Park Swimming
12.2021 - Current
- Conduct engaging and challenging learn to swim lessons for various ages and abilities
- Astute in identifying the learning needs of individuals being flexible and adapting to those needs
- Develop good rapport with students and families
- Conduct lessons with energy and enthusiasm remaining composed, focused and attentive throughout
- Utilise strong communication skills to provide succinct instructions for students to follow.
- Monitor student reactions and devleopment and adjust teaching when needed
- Utilise highly developed interpersonal skills to successfully collaborate with swim school staff and management
- Organise self and implement effective time management skills to run classes
- Obtained private classes being specifically requested by customers to be their teacher when private classes are not standard organisation practice
- Achieved weekly positive feedback from parents and adults regarding my teaching style and ability
Kindergarten Co Educator
Woodhouse Grove Kindergarten
01.2022 - 09.2023
- Supported the 3-year-old group Kindergarten Teacher to provide an exceeding national quality standard education program in accordance with the requirements of early childhood education legislation
- Collaborated and worked successfully within the education team, committee, and families
- Contributed to the continual improvement of education programs and organisation
- Adaptable whilst working in a every changing work environment
- Assisted in reviewing and updating organisation policies and weekly planning documentation
- Solved situations independently or with limited guidance
- Utilised communication and interpersonal skills to build rapport with children and their families
- Created and implemented a successful plan to assist a child with severe behavioural problems by collaborating with staff and child’s parent, drawing on knowledge and observations, being empathic to my approach to solution
- The child demonstrated 100% improvement, and their parent shared positive feedback for my work
Relief Kindergarten Co Educator
Relief/Emergency Liaison Agency
2 2017 - 12.2021
- Providing emergency and general relief for absent early childhood education staff at various local Kindergartens working in accordance with the requirements of early childhood education legislation
- Adept in familiarising individual Kindergartens operating policies and procedures
- Acclimatized quickly to each new Kindergarten attended
- Built rapport with staff, children and parents in a small amount of time
- Supervised children and implement kindergartens learning plan
- Recruited by Woodhouse Kindergarten after working as relief staff for four weeks in November 2021
LEARN TO SWIM INSTRUCTOR
Goonellabah Sports and Aquatic Centre
10.2013 - 02.2014
- Planned and implemented Learn to Swim (LTS) program based on age and skill adapting to individual needs
- Provided friendly customer service and ensure confidentiality
- Assessed children’s skill progression reporting to LTS manager
- Ensure safe procedures adhered to and report any problems
- Liaised with parents and teaching staff
Customer Service Operator
Dan Murphy’s
11.2010 - 02.2012
- Delivered exceptional service through effective communication, active listening, and empathy towards customers'' situations.
- Resolved customer complaints regarding product or service issues
- Supported fellow staff throughout each shift
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Operated register and maintained correct register balance at each shift
- Implemented feedback from management to continually refine customer service skills and techniques.
Family Day Care Operator
Self Employed
11.2006 - 10.2010
- Provided a high quality early childhood education service for children under 5 years of age
- Conducted a compliant business with the assistance of the Townsville FDC scheme
- Managed client education records and accounts
- Liaised with families and built rapport with children and their families
Energy Account Officer
Atkins Ltd UK (Carbon Trust UK contract)
11.2006 - 07.2008
- Supported clients with general and specific energy information via telephone and email
- Built client rapport to gain their participation in the energy reduction program
- Managed expectations of the program and energy reduction activities
- Solved problems raised by clients, escalating issue to management when appropriate
- Quickly learned CRM Salesforce and maintained client records with Salesforce
- Managed time, set priorities to complete tasks within agreed timeframes
- Maintained KPIs of recruitment into the Carbon Trust program and follow up of clients that had gone dark
Environment Officer (Policy) & Graduate program
EPA Victoria
01.2003 - 05.2006
- Provided administrative support to the Air and Noise Unit as part of the entry level policy role including data entry, drafting letters and reports, creating presentations, updating filing system and redesigning unit staff induction process
- Provided project support to compliance activities such as storm water drain, solid fuel wood heater, reduction of carcinogen air pollution projects
- Investigated and resolved community complaints of pollution in the role of environment enforcement officer
- Prepared notices for pollution infringements and processed litter fines
- Utilised computer programs to manage workflow, customer relations and ministerial correspondence including MS Office Suite and proprietary programs
- Maintained client databases, tracked actions taken or queries received by clients
- Communicated effectively with internal and external stakeholders both written and verbally
- Clarified legislation to community members and referred to legislation to resolve complaints
- Contributed ideas and information to business, team, and project planning
- The Environment Protection Authority (EPA) Victoria is a regulatory authority responsible for administering environment protection legislation in the state of Victoria
- Coordinated internal EMS team and cross units to finalise draft of EMS SOPs and environment reporting to the Director during a 7-week secondment
Education
Bachelor Social Science - Environment
RMIT University
Melbourne, VIC 04.2001 -
Bachelor Business -
Swinburne University of Technology
Melbourne, VIC 04.2001 -
Graduate Certificate in Science Communication -
Australian National University
Canberra, ACT 04.2001 -
Skills
Customer Service Support
Strong Communication & Interpersonal Skills
Conflict Avoidance & Dispute Resolution
Microsoft Office Suite & Data Entry
Quick learner of proprietary programs
Client Records Management including Salesforce
Analytical Skills
Organization & Time Management Skills
Flexible & Adaptable
Empathic
Team Collaboration
Continual Improvement
Certification
Certificate in Business Administration Skills, Pines Learning, 2018, MS Office Suite – EXCEL, Word, Outlook, PowerPoint, OHS, Document Management
References
- Maria Shipchandler, Woodhouse Grove Kindergarten Director/Teacher, 0481395225
- Jeremy Robin, Dan Murphy’s Ballina (Previous) Manager, 0422822418
Volunteer
Basketball Team Manager - Bulleen Boomers Domestic Team 2022 – 2024
Reception & Assistant Administration - Alternative Technology Association 2002
Timeline
School Crossing Supervisor
Manningham City Council
10.2023 - Current
Kindergarten Co Educator
Woodhouse Grove Kindergarten
01.2022 - 09.2023
Swim Teacher
Surrey Park Swimming
12.2021 - Current
LEARN TO SWIM INSTRUCTOR
Goonellabah Sports and Aquatic Centre
10.2013 - 02.2014
Customer Service Operator
Dan Murphy’s
11.2010 - 02.2012
Family Day Care Operator
Self Employed
11.2006 - 10.2010
Energy Account Officer
Atkins Ltd UK (Carbon Trust UK contract)
11.2006 - 07.2008
Environment Officer (Policy) & Graduate program
EPA Victoria
01.2003 - 05.2006
Bachelor Social Science - Environment
RMIT University
04.2001 -
Bachelor Business -
Swinburne University of Technology
04.2001 -
Graduate Certificate in Science Communication -
Australian National University
04.2001 -
Certificate in Business Administration Skills, Pines Learning, 2018, MS Office Suite – EXCEL, Word, Outlook, PowerPoint, OHS, Document Management
Relief Kindergarten Co Educator
Relief/Emergency Liaison Agency
2 2017 - 12.2021
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